Customer Success Manager

Company Information

We’re a profitable, growth-stage company specializing in industry-leading martech and data SaaS products for the rentals industry. Originally known for building and operating one of the U.S.’s largest rental marketplaces, Rentable, we have since expanded our portfolio to include two high-growth products: MavenAI, an AI mar-tech solution, and ApartmentIQ, a category-leading competitive intelligence software. We’re a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a**holes policy, and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth. While we’ve raised $30MM+ to date from some of the world’s best investors, we’re profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital. If you like the idea of joining an industry-changing company made up of people who genuinely like each other, Rentable could be a great fit for you. Though we are a remote workplace, our teams do travel to meet up several times per year in addition to our annual all-company retreat, Rentapalooza.

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

As the Customer Success Manager for the MavenAI product, you'll play an important role in driving a seamless experience for our customers. You will take ownership of creating and managing relationships, maintaining account health, upselling accounts, providing product feedback, and driving the customer renewal process, all while being an advocate for our customers. Working closely with our customers, you will gain insight into their unique objectives and challenges, and you’ll craft personalized responses and plans that cater to varying levels of needs from our customers. You will be responsible for ensuring our customers are successful in using our software and platform and achieving their business objectives. You will have a passion for customer success and a proven track record of achieving revenue targets.

Responsibilities

• Build and nurture strong relationships across a book of customers to understand their goals and deepen usage of our platform
• Develop deep, multi-threaded relationships with decision-makers of your customers
• Drive spend across your book of business by collaborating with sales and identifying areas of opportunity
• Responsible for achieving retention targets within your assigned client base
• Identify opportunities for growth and collaborate with customers on strategy and upcoming product releases
• Ensure customer data is accurate and up-to-date in our CRM system
• Conduct business reviews with customers to ensure they are achieving their desired outcomes
• Create and document client success plans for each of your assigned clients
• Collaborate with product, support, and marketing teams to provide informed recommendations for our product roadmap & customer communication strategy that enhance the customer experience and drive efficiencies throughout the account lifecycle

Qualifications

• 1+ years of experience in Customer Success Management, account management, or a related field
• 2+ years of direct experience within the Multi-Family Property Management industry, demonstrating knowledge of industry-specific software, strong relationship-building abilities, and an overall understanding of industry operations
• Highly organized and adept at managing a large book of business, including numerous client contacts, simultaneous projects, and various conversations
• Proven performance in hitting monthly benchmarks & metrics in previous positions
• Highly coachable, self-starter, with a growth mindset
• Demonstrated ability to create great customer experiences
• Ability to navigate complex relationships to accelerate product adoption, expansion, and seek opportunities for growth
• Ability to